Job Information
Sedgwick Operations Manager in Kuala Lumpur, Malaysia
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
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Operations Manager
The role of the Operations Manager is to lead and oversea a team of claims technicians, ensuring exceptional customer experience and efficient claims processing. The Operations Manager will work closely with the Director of Service Hub TPA Malaysia to develop high performing teams.
Main duties shall include:
Operations, Quality Assurance and Compliance
Supervise and coordinate the team's activities to ensure tasks are prioritized and completed efficiently, in collaboration with Adjusters' input when necessary
Perform second reviews of desktop claims processed by technicians to ensure accuracy and compliance with company policies together with client and regulatory requirements
Assist the team in identifying and investigating potentially fraudulent claims
Ensure high-impact tasks, such as month-end billing and client bordereaux management, are handled appropriately and timely, with proper planning and coordination
Review monthly payment reconciliations to ensure compliance before sending them over to the client, verifying accuracy and resolving any discrepancies
Conduct regular reviews of operational activities – ensuring team maintains accurate and up-to-date records in the claims management system, compliant to agreed processes and meeting internal KPIs and client’s SLAs
Reinforce a culture of continuous improvement by identifying areas for attention, develop efficient workflow that maximises productivity and implementing changes
Establish quantitative and qualitative metrics, guidelines, and standards by which efficiency and effectiveness can be evaluated
Team Management and Development
Lead and manage a team of claims technicians, providing guidance and support to ensure high performance and productivity
Participate in the recruitment, training and mentorship of new claims technicians
Conduct regular, timely and constructive performance evaluations to help individual claims technician to meet their performance target/goal
Foster a positive and collaborative work environment, promoting teamwork, communication, and professional development within the team
Stakeholder Management
- Serve as a point of contact for internal and external stakeholders, identifying and addressing complaints in accordance with business and regulatory requirements, taking proactive measures to resolve issues and improve customer satisfaction
Model ethical behaviour and execute job responsibilities in accordance with Sedgwick’s core values, legal requirements, and industrial regulations/policies.
Requirements:
Bachelor’s degree in any field of study
Professional certificates in insurance
Claims qualification preferred
15 years of experience in end-to-end management of claims in either accident & health, travel, property, motor/TPBI, public liability, product recall etc
Working knowledge of industry insurance policies/wordings and the claims life cycle
Proven track record in operational leadership and team management
Possess good command of spoken and written English and Bahasa Malaysia
Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely
Analytical and data-driven, understand strategic decisions should be backed by data
Structured in nature, breaking down problems and are driven by clarity and simplicity
True leader/people manager – ability to push and motivate people around you to deliver their targets
Project management skills and experience in leading cross-functional teams
Time management - ability to multi-task and adapt to priority change
Working knowledge of Microsoft Office 365
Sedgwick is an Equal Opportunity Employer.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.
Taking care of people is at the heart of everything we do. Caring counts
Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)
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